Methods and systems for generating a customized return policy

Abstract

Systems and methods to improve an e-commerce platform through modifications to the checkout and fulfillment process aimed at reducing the incidence of returns. Modifications may include determining a likelihood of a return and, based on the likelihood of return, generating a staged fulfillment process in which an order is split in two linked orders that are processed serially and based on receipt of confirmation to proceed after delivery of a first one of the orders. Modifications may include determining during the checkout process that a custom return policy is to be used and generating the custom return policy based, at least in part, on one or more of a purchaser return history, the product item or items in the order, and product return history.

The invention claimed is: 
     
       1. A computer-implemented method, the method comprising:
 receiving, at an e-commerce platform, an initiation of a checkout process for an order, the order including a purchaser identifier, at least one product identifier, and a merchant identifier; 
 processing the checkout process, including:
 prior to obtaining confirmation of the checkout process:
 retrieving, from data storage, a purchaser profile corresponding to the purchaser identifier, the purchaser profile including return history data associated with the purchaser identifier, 
 determining that a custom return policy is to be generated for the order, the determining including detecting a trigger event by calculating an order return probability based on the at least one product identifier and the return history data, and determining that the order return probability exceeds a predetermined threshold probability, and 
 in response to determining that the custom return policy is to be generated for the order, generating at least one return policy rule based on the return history data associated with the purchaser identifier to produce the custom return policy, wherein the at least one product identifier includes two or more product identifiers and wherein generating the at least one return policy rule is further based in part upon the two or more product identifiers; 
 
 displaying data regarding the custom return policy; 
 receiving, from a purchaser device, a confirmation signal; and 
 in response to the confirmation signal, completing processing of the checkout process, the completing including associating the custom return policy with the order and storing the order and the associated custom return policy in memory; 
 
 subsequently receiving, at the e-commerce platform, a return request message regarding the order; and 
 in response to the return request, retrieving the associated custom return policy and processing the return request based on the associated custom return policy. 
 
     
     
       2. The computer-implemented method of  claim 1 , wherein the at least one return policy rule is generated based on the two or more product identifiers being for variants of the same product. 
     
     
       3. The computer-implemented method of  claim 1 , wherein retrieving further includes retrieving product return history data regarding the two or more product identifiers and wherein generating the at least one return policy rule is further based, at least in part, on the product return history data. 
     
     
       4. The computer-implemented method of  claim 3 , wherein generating the at least one return policy rule is based on a combination of return history data associated with the purchaser identifier and product return history data associated with the two or more product identifiers. 
     
     
       5. The computer-implemented method of  claim 1 , wherein generating the at least one return policy rule includes generating a return rule regarding at least one of whether a product is returnable, a deadline for initiating a return, whether a return may be made for a full refund, a partial refund, store credit, exchange only, or some other credit, whether a return includes free shipping or incurs shipping costs, or whether there is a restocking fee. 
     
     
       6. An e-commerce system, comprising:
 a processor; 
 an interface coupled to the processor to receive, from a purchaser device, an initiation of a checkout process for an order, the order including a purchaser identifier, at least one product identifier, and a merchant identifier; 
 a data storage containing a purchaser profile corresponding to the purchaser identifier, the purchaser profile including return history data associated with the purchaser identifier; and 
 a memory storing return policy generation software containing computer-executable instructions that, when executed by the processor, are to cause the processor to:
 process the checkout process, including:
 prior to obtaining confirmation of the checkout process:
 determine that a custom return policy is to be generated for the order by detecting a trigger event by calculating an order return probability based on the at least one product identifier and the return history data, and determining that the order return probability exceeds a predetermined threshold probability, and 
 in response to determining that the custom return policy is to be generated for the order, generate at least one return policy rule based on the return history data associated with the purchaser identifier to produce the custom return policy, wherein the at least one product identifier includes two or more product identifiers and wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule further based in part upon the two or more product identifiers; 
 
 display data regarding the custom return policy; 
 receive, from a purchaser device, a confirmation signal; and 
 in response to the confirmation signal, complete processing of the checkout process, including associating the custom return policy with the order and storing the order and the associated custom return policy in the data storage; 
 
 subsequently receive, at the e-commerce platform, a return request message regarding the order; and 
 in response to the return request, retrieve the associated custom return policy and process the return request based on the associated custom return policy. 
 
 
     
     
       7. The e-commerce system of  claim 6 , wherein the at least one return policy rule is generated based on the two or more product identifiers being for variants of the same product. 
     
     
       8. The e-commerce system of  claim 6 , wherein the instructions, when executed by the processor, are to further cause the processor to retrieve product return history data regarding the two or more product identifiers and to generate the at least one return policy rule based, at least in part, on the product return history data. 
     
     
       9. The e-commerce system of  claim 8 , wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule based on a combination of return history data associated with the purchaser identifier and product return history data associated with the two or more product identifiers. 
     
     
       10. The e-commerce system of  claim 6 , wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule by generating a return rule regarding at least one of whether a product is returnable, a deadline for initiating a return, whether a return may be made for a full refund, a partial refund, store credit, exchange only, or some other credit, whether a return includes free shipping or incurs shipping costs, or whether there is a restocking fee. 
     
     
       11. A non-transitory computer-readable medium storing processor-executable instructions that, when executed by one or more processors, are to cause the one or more processors to:
 receive, at an e-commerce platform, an initiation of a checkout process for an order, the order including a purchaser identifier, at least one product identifier, and a merchant identifier; 
 process the checkout process, including:
 prior to obtaining confirmation of the checkout process:
 retrieve, from data storage, a purchaser profile corresponding to the purchaser identifier, the purchaser profile including return history data associated with the purchaser identifier, 
 determine that a custom return policy is to be generated for the order by detecting a trigger event by calculating an order return probability based on the at least one product identifier and the return history data, and determining that the order return probability exceeds a predetermined threshold probability, and 
 in response to determining that the custom return policy is to be generated for the order, generate at least one return policy rule based on the return history data associated with the purchaser identifier to produce the custom return policy, wherein the at least one product identifier includes two or more product identifiers and wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule further based in part upon the two or more product identifiers; 
 
 display data regarding the custom return policy; 
 receive, from a purchaser device, a confirmation signal; and 
 in response to the confirmation signal, complete processing of the checkout process, including associating the custom return policy with the order and storing the order and the associated custom return policy in the data storage; 
 
 subsequently receive, at the e-commerce platform, a return request message regarding the order; and 
 in response to the return request, retrieve the associated custom return policy and process the return request based on the associated custom return policy. 
 
     
     
       12. The non-transitory computer-readable medium of  claim 11 , wherein the at least one return policy rule is generated based on the two or more product identifiers being for variants of the same product. 
     
     
       13. The non-transitory computer-readable medium of  claim 11 , wherein the instructions, when executed by the processor, are to further cause the processor to retrieve product return history data regarding the two or more product identifiers and to generate the at least one return policy rule based, at least in part, on the product return history data. 
     
     
       14. The non-transitory computer-readable medium of  claim 13 , wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule based on a combination of return history data associated with the purchaser identifier and product return history data associated with the two or more product identifiers. 
     
     
       15. The non-transitory computer-readable medium of  claim 11 , wherein the instructions, when executed by the processor, are to cause the processor to generate the at least one return policy rule by generating a return rule regarding at least one of whether a product is returnable, a deadline for initiating a return, whether a return may be made for a full refund, a partial refund, store credit, exchange only, or some other credit, whether a return includes free shipping or incurs shipping costs, or whether there is a restocking fee.